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Perceptions of service quality in North Cyprus hotels
Nadiri, Halil; Hussain, Kashif - In: International Journal of Contemporary Hospitality Management 17 (2005) 6, pp. 469-480
diagnose the applicability of the perceived service quality measurement scale to European customers in a new emerging market … intangibles exert a significant positive effect on customer satisfaction, and European customers visiting North Cyprus are …
Persistent link: https://www.econbiz.de/10014762729
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The waiting experience: towards service quality in the leisure industry
Dawes, Jillian; Rowley, Jennifer - In: International Journal of Contemporary Hospitality Management 8 (1996) 1, pp. 16-21
distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience …
Persistent link: https://www.econbiz.de/10014763355
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Nightclubs and bars: what do customers really want?
Skinner, Heather; Moss, Gloria; Parfitt, Scott - In: International Journal of Contemporary Hospitality Management 17 (2005) 2, pp. 114-124
Purpose – This paper aims to give a wider understanding of what customers really want from first and subsequent visits … competitive position by understanding and then providing what customers really want. Originality/value – Although there is much …
Persistent link: https://www.econbiz.de/10014762698
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Are highly satisfied restaurant customers really different? A quality perception perspective
Namkung, Young; Jang, SooCheong (Shawn) - In: International Journal of Contemporary Hospitality Management 20 (2008) 2, pp. 142-155
Purpose – This study aims to identify key quality attributes that significantly distinguish highly satisfied diners from non‐highly satisfied diners. Design/methodology/approach – Data were collected from four mid‐to‐upper scale restaurants: two in a mid‐western city and two in an...
Persistent link: https://www.econbiz.de/10014762867
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Customer profitability analysis with time‐driven activity‐based costing: a case study in a hotel
Dalci, Ilhan; Tanis, Veyis; Kosan, Levent - In: International Journal of Contemporary Hospitality Management 22 (2010) 5, pp. 609-637
Purpose – The purpose of this paper is to show the implementation of customer profitability analysis (CPA) using time‐driven activity‐based costing (TDABC), in a Turkish hotel. Design/methodology/approach – A case study was conducted in a four‐star hotel with 100‐room capacity in the...
Persistent link: https://www.econbiz.de/10014763017
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Customer‐to‐customer interaction (CCI): a cross‐cultural perspective
Nicholls, Richard - In: International Journal of Contemporary Hospitality Management 23 (2011) 2, pp. 209-223
Purpose – The paper aims to conceptually explore customer‐to‐customer interaction (CCI) in a cross‐cultural context; and to identify research opportunities in the field of cross‐cultural CCI. Design/methodology/approach – The paper analyses consultations both with CCI experts and...
Persistent link: https://www.econbiz.de/10014763052
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Post‐recovery customer relationships and customer partnerships in a restaurant setting
Kim, Taegoo (Terry); Jung‐Eun Yoo, Joanne; Lee, Gyehee - In: International Journal of Contemporary Hospitality Management 24 (2012) 3, pp. 381-401
‐recovery customer partnerships. Design/methodology/approach – The self‐administered survey was distributed to restaurant customers who … effective service recovery on long‐term relationships and on partnership building with the customers. Research limitations …
Persistent link: https://www.econbiz.de/10014763116
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Current concerns: a thematic analysis of recent hospitality industry issues
Blum, Shane C. - In: International Journal of Contemporary Hospitality Management 9 (1997) 7, pp. 350-361
North American‐based journals with reference to: people and organizations; service quality and customers; strategy and …
Persistent link: https://www.econbiz.de/10014763429
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Budget Hotels – A Case of Mistaken Identity?
Roper, Angela; Carmouche, Rita - In: International Journal of Contemporary Hospitality Management 1 (1989) 1
identified and the implications of “budget” concepts for hotel companies and their customers considered.  …
Persistent link: https://www.econbiz.de/10014763519
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Investigating the wellness tourism factors in hot spring hotel customer service
Chen, Kaung-Hwa; Chang, Feng-Hsiang; Wu (Kenny), Chihkang - In: International Journal of Contemporary Hospitality Management 25 (2013) 7, pp. 1092-1114
competitive advantage in the tourism industry. However, customer service differs from what customers prefer. For this study, the …
Persistent link: https://www.econbiz.de/10014764386